Handle all inbound requests in one ticketing system
Convert email, phone, chat and web requests into tickets and keep them organized.
Email ticketing system Point your support email address to HappyFox support ticket system and have all your incoming emails converted to actionable tickets.Social Media IntegrationSupport via social media by converting all private messages on your facebook page into easily actionable tickets on your HappyFox system Voice integrationNow talk to your customers right from your support ticket system. Best part! Your call, its transcript and the recording take the form of a newly created ticket in this voice help desk Chat integration Tickets are created for every chat conversation happening and happened (when you are offline) on your website, along with the transcripts. Seamlessly. Embeddable website widget When customers are seeking your help through the support forms embedded on your website pages, it is time you have this information in your support ticket software as tickets under predefined categories.Unite your organization Get your systems to talk to each other. ‘Support requests’ from any API supporting internal solution such as a CRM or ERP or the likes get converted in to easy-to-manage tickets.Multi Brand Help DeskHappyFox is a multi brand help desk that gives you the freedom to have personalised support centres for each of your brands managed from one centralised help desk. Create a customised knowledge base and customer portal replete with your brand names, logos and font so that your customers are able to connect with the brand and gather solutions for their issues without any hassles.Multilingual Knowledge BaseCater to customers across the globe by offering a multilingual knowledge base. Upload articles in various languages and allow customers to switch between languages with a click of a button
Free your support ticket system from chaos
Create a flexible yet organized ticketing workflow.
Categorize Associate your support email addresses to predefined categories like products, sales, support etc. and see your email tickets flow into the right ticket categories of your support ticket system.
Prioritize Do you have favorite customers? If so, mark their support requests as priority in the ticketing system, assign status to these tickets and monitor their progress regularly. In fact, all it takes is a mobile phone, iOS or Android.
New
open
pending
close
Add a new status
Assign How does your HappyFox ticketing system automatically assign tickets to the right agent? A round robin algorithm identifies it and distributes tickets, in turns. Best! Your agents are instantly alerted when they are assigned a ticket.
Limit access Which of your agents get access to the ticketing system? Now, you can decide that. Simple. Tick a few boxes to define the roles and control access of every team member.
Tag Does your agent spend a lot of time finding that one ticket from the pile? End your hunt by tagging issues with keywords and making a connection between similar tickets, beyond categories and status.
Contact groups Bring in contacts from the same company under one group and make support more manageable. Better yet, allow group members to see the tickets raised by others.
Self-service knowledge base software Empower your customers with product or service knowledge. Add documents, images, videos and file attachments to enable self-help. Now! Start seeing a reduction in the volume of customer queries.
Let a faster ticketing system do all the responding
Find facts, discuss internally and then respond. All from one simple interface.
Email support As support agents, you receive an email notification for every customer query that land in your support ticket software. Respond by email from your phone, tablet or any email-enabled device without logging into HappyFox. Conveniently!
The Red dot How can you spot tickets in the support ticket software that are not responded to? Easy! A smart red dot placed on all unattended tickets turns grey when you respond - A red alert to customer support.
Follow ticket threads Tap the star button in the HappyFox support ticket system to follow conversations and tickets that you care about. Get notified every time the ticket is updated.
Respond to multiple contacts If you want multiple contacts from the same organization to be informed of your resolution, just mark them all in your ticket. When they respond to this thread, it gets appended.
Save time with canned actions To enable faster response to your customers’ queries, use existing tickets to create predefined replies and maintain consistency.
Suggest references If your response is backed by an official documentation and links to knowledge base articles within the support ticket system, it means your response is reliable and empowers your customer with required product / service knowledge.
Collaborate internally Solving a customer’s ticket often requires internal discussion, however, at this stage, would you want your customer to see this “work in progress”? No? Use private notes to alert only the staff members and discuss tickets confidentially.
Collaborate externally If you have to work with external partners or vendors before responding to a customer request, you can. By effortlessly sharing a wealth of information with them - ticket thread, associated conversations, private notes and attachments.
Manage complex issues & requests, quite simply
Clone, relate, merge or split. Everything you need in a help desk ticketing system.
Clone tickets Do you get the same kind of request from customers regularly? Start Cloning. Create multiple variants of an existing ticket in support ticket system. All the prepopulated fields of the clone can be edited, as you see fit. Merge tickets Do your customers create multiple tickets for the same issue? In here, HappyFox lets you merge related tickets into one before resolving it. The merged tickets get promptly archived in your ticketing system for future reference. Relate similar tickets When your customers’ issues are complex, managing multiple tickets around them is perplexing. With this easy ticketing system, you can track related issues, link them, monitor them all together and solve one after the other. Split issues into multiple tickets Do your customers often report multiple issues in the same email? It’s Common! Split those issues into individual tickets, assign them to the right queue and do not let the “time spent on a ticket” metrics spike. Print and carry your tickets Load your field sales / support teams with facts before every customer meeting. Convert the customer’s tickets and conversion threads, into neatly formatted documents. Either print them out or export as a tablet ready PDF. Attach multiple files to a ticket Ever wanted more “context” to an issue, so you could have solved it sooner than later? Let your customers start attaching files and documents of all popular formats to a ticket to provide a better understanding. Scale at ease How can you scale your support team’s strength up or down, on demand? With HappyFox support ticket system. You can add new staff or deactivate them effortlessly, and still retain the ticket history after deactivation. Customer profile. All in one place Pull in customer details such as demography, contact and other business data points from your CRM solution to see them alongside the ticket history. Right here! on a simple one-view console of your help desk software.
Analyse help desk metrics & create solid actions
A ticketing system that can crunch your support process data.
Help desk analytics dashboard Do you track the help desk metrics that impact your customer support performance? Derive insights out of variables like recent tickets, ticket inflow, status, priority distribution and performance of your team from a visual dashboard.
Activities tracker in the support ticket system Ever examined the level of your support staff participation? An activity log captures all ticket level actions in chronological order with an accurate timestamp, helping you scan the extent of staff participation.
Automate Time Tracking Ever wondered where most of your support time is spent and on what issues ? HappyFox enables you to automatically track and log time spent on a ticket with the click of a button. You can now create timesheets and send time spent on support for billing and invoicing.
Create reports on the fly Is your business data driven? Get started with “custom reports” to see complex support data simplified into visual charts and graphs. Filter the report with more data sources and conditions, to spot interesting trends.
Scheduled reportsDo you need your support team to monitor support performance regularly? Make them lean back and relax while the report summaries automatically get sent as emails, using the scheduled reports feature.
Decide which reports you need, how frequently you need them and for what period and add the filters if necessary. The exact version of that report summary will be sent to your mailbox based on your frequency.
Decide which reports you need, how frequently you need them and for what period and add the filters if necessary. The exact version of that report summary will be sent to your mailbox based on your frequency.
Gather full overview with life-cycle reportsHappyFox also has a life-cycle reports feature for you to see the complete history of a ticket including time spent on each status, the current assignee and status and date of creation. Thus you can track how your tickets are being handled and use the insight to optimize your support process.
Ease your day with a smart help desk software
Outsource complex and redundant workflows to a powerful smart rules engine.
Up your productivity with smart rules Cut the redundant, unproductive routines from your support ticket system. With an automated help desk like HappyFox, just make the choice to mechanize a major chunk of the administrative duties, save significant time and stay productive. Notification Say, your support staff is busier than usual with a surge in customer requests. With an automated help desk like HappyFox, your staff and admin stay informed in the meantime about other tickets created, customer replies to these tickets, staff assignment and more, through notifications. Smart ticket assignment Engage your support staff evenly! Using a smart round-robin feature that automates ticket assignment to the staff pool. Eliminate the need for an admin intervention. Now, you are smarter and faster than ever with your responses.
Tailor your support ticket system in all forms
Create your own custom fields, workflows & personalize the support experience.
Localize your support ticket software Have you got support staff from various geographies speaking different languages? Then look no beyond. This multilingual ticketing system lets your staff spin the globe, pick a language and start solving tickets. Custom notifications Effortlessly, personalize the communication with your customers by creating dynamic, category specific notification templates and inserting ticket specific data using tags. My queue As a support agent, you can have the liberty to redefine your personal workflow in resolving customer queries. Create a personalized queue to displays tickets in the preferred order, say, from multiple categories, statuses and ownership.
Look & feel Your ticketing system is integral to your business culture. Therefore, keep it intact and uniform, by styling the help desk interface to reflect your company’s elements like logo, colors and more. Brand your support center using CSS customization to reflect your company’s font styles, colors and personalize it to achieve the look you need.
Time zone Do you support customers across different time zones? In here, the imperative is to track and resolve customer queries at the earliest, in their local time. So, let your staff choose the time zone in the app. Custom fields Go beyond the basic form and collect additional contacts, ticket specific information etc. using custom fields to resolve support queries in the shortest possible time